Account has been suspended, can’t login to account using user name.

[Farjy]

Hello there , my account has been suspended and I can’t log into my account using my user name. Need to active my phone please can anyone help me ? It shows attempt fails to login. 
please help me . 

[hTideGnow]

@Farjy   So, you were able to use Forgot Password and reset the password?

I understand you said the new password didn't work.  Did you try on another browser like Chrome or Edge or Firefox?  it might help

if you are still unable to use the new password and unable to logon, you will have to open a ticket wtih Chatbot on the lower right.  To get to the ticket open page quicker,  You can start by typing "Forgot Logon information", then follow the prompt

[Triguy]

@Farjy Contact a CSA.

Here’s when and how to contact our Customer Support Agents:

• Get help with your account the easy way by starting a conversation with our virtual assistant, SIMon. It’ll take you to relevant help articles, or if it’s something more urgent, it can help you submit a ticket to our Agents. Click here to get started.
• Alternatively, you can send a private message to our Agents by clicking here. You’ll need to be logged in to your Community account for the link to work.

[Farjy]

I can’t login with my password, my credit card got expired and need to submit a new one but I’m unable to login . It’s my moms account since I pay her bills so it’s my credit needs to set up . I tried to change password , it got changed but still it doesn’t work. Is there anyone can help me to do that ? Or way to contact customer service ? Please moms phone is not working and since I live in different city no way to contact to her. 

[esjliv]

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@Farjy wrote:

Hello there , my account has been suspended and I can’t log into my account using my user name. Need to active my phone please can anyone help me ? It shows attempt fails to login. 
please help me . 

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Hello @Farjy 

How long has it been in suspended/non-pay status?

After 90 days of non-payment, your account will be permanently deactivated, which means you will:

1-Lose access to your phone number (and Self Serve account), any rewards or Available Funds balance that was in your account at time of suspension, and won’t be able to transfer the phone number to a new provider in the future.

2-Need a new Public Mobile SIM card if you decide to activate a new Public Mobile account.

So ensure you reactivate your account before the 90 day is up...probably at least 4-5 days before your 90 days is up to ensure all is good.

Reactivate a suspended (within 90 days) account online (sounds like you need CSA help on this on) or by calling 611 if a credit card is registered.

[Anonymous]

@Farjy 

you can Reset Your Self-Serve Password

If you forget your password, there’s no need to worry. You can create a new one by following these simple steps:

1. Click here.
2. Enter and confirm your email address, then answer the security question. You made the security question when you created your Self-Serve account.

You will receive an email outlining how to change your password. If you don’t get this email within 60 minutes, check your spam folder to make sure emails from @publicmobile.ca aren’t being blocked.You can also start a conversation with our virtual assistant, SIMon by clicking here, and submit a ticket to our Customer Support Agents.

• or you can send a private message to Customer Service by CS_Agent, by Click Here. 
• You’ll need to be logged in to your Community account for the link to work.

• please include in your message,
  
• your account number, 
  
• your phone number,
• your account 4 digit pin,
• your Email address,

• Customer Service by CS_Agent, will Response by private message to you inbox
   Check your private message inbox (click on the envelope top right of your screen)

         Good Luck

[hTideGnow · Accepted solution]

@Farjy  you have an active account with PM and the account just got suspended? or it has been suspended for some time, like over 90 days?

If you have an account that was just suspended.  Did you try Forgot password link? did you try to use any email address you might have used and see which one work ?  After you for the email address used, you will still have to answer the Security Question to reset the password

If you are unable to get pass that, you can open a ticket with PM Customer Support Agent using Chatbot

type: Forgot log in information
Click "Contact Us"
Click "Click her to submit a ticket"

After ticket successfully opened, keep checking your Community inbox (envelope icon on top right)  CS Agent will communicate with you there

[Anonymous]

 @Farjy : Yes the account login is your email address that you used at activation. If you still have the welcome email then that's the address you used. Or any marketing emails from here or Telus.

Edit: And did you create your account if you activated in a store?

[Triguy]

Did you try the forgot password link ?

You could purchase a voucher and call 611 to make a payment or use recharge.com or ding.com but there is a service charge.

If you still need assistance then submit a ticket.

Here’s when and how to contact our Customer Support Agents:

• Get help with your account the easy way by starting a conversation with our virtual assistant, SIMon. It’ll take you to relevant help articles, or if it’s something more urgent, it can help you submit a ticket to our Agents. Click here to get started.
• Alternatively, you can send a private message to our Agents by clicking here. You’ll need to be logged in to your Community account for the link to work.